Changes to the appointment system from the 13th August 2020

From Thursday 13 August our way of working regarding same-day appointments has changed. 

All patients wanting to be seen are dealt with by a dedicated member of our Same Day Care Team.

Before 12 noon you should either telephone the surgery and speak to reception or log into your SystmOnline to access the request form. Once you have logged in to your SystmOnline account, please click on Questionaires to access the same day appointment form. If you are not registered for online services please contact our reception after 2pm for further details.

The Same Day Care Team will call you back and offer appropriate treatment and care, which may be a face to face appointment, a prescription, telephone advice or a referral. Please call or go online between 8.00am - 12.00pm. Any calls after this time will be asked to call the following day.

On contacting the practice you will be asked by our staff to give a detailed description of the problem to allow the information to be passed to the doctors to enable them to advise and treat you as quickly as possible. If the doctor requires additional information then he/she will ask a member of our team to contact you and ask further questions.

Our cut off time of 12 noon allows the doctors in the afternoon to work through each request received during the morning and ensure everyone who needs an appointment on the day is treated on the day. It allows us to plan the daily workload and ensure we have an adequate number of clinicians.

BENEFITS OF WORKING THIS WAY:

There is no need to come to the practice at 8.00am to secure an appointment for fear of not getting through on the telephone. Patients who have struggled to ring due to work commitments will be able to ring at a convenient time to suit them before 12.00pm and not miss out. With this system in place we aim to see less demand first thing in the morning and to spread the demand more evenly throughout the day. Provided you call before 12 noon you will not be asked to call again, you will be treated on the day.

We will be able to offer appropriate treatment and care to more patients using this system and increase same day access.

WHAT WE ASK OUR PATIENTS TO DO:

Please ensure we have your correct contact details and that you will be available on the day to take a call. The receptionists will ask for details to outline the problem and what outcome you are hoping to see. Some patients may want a prescription, referral, blood test or sick note etc. The more information we have, the quicker and easier it will be to prioritise your call and feed back to you. The doctors assess all requests and may ask a receptionist to call you back to ask further questions or pass on information on their behalf, this allows for the doctor to process more calls and increases availability.

Please be aware that it is the Doctor and not the Receptionist that reviews all information and makes the clinical decision regarding treatment and care.

Work in a GP surgery is unpredictable and whilst we will try our best to keep to the appointment times there are occasions where this is not possible as we have to deal with emergencies as they arise.

Routine GP appointments are not available during Covid-19.  Routine remote video appointments are available via LIVI. For access to LIVI you will need to download the LIVI app
For Nurse Appointments please call the surgery as normal. The appointment lines for nurse appointments is quieter in the afternoons.
We are also able to offer same day, evening, and weekend appointments at the GP/Nurse Extended Access Service. Our reception team will be able to book these for you.

If you want a home visit, please contact us using the Same Day Care Team service.